UNKNOWN

ADAPTED_NOW

About Cengage** Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. + Research required information using available tools and systems, applying various tools to navigate, research, and review solutions + Accuracy & Completeness: Document all interactions thoroughly and accurately across multiple systems, following policies and procedures with precision.

YEAR

**We believe in the power and joy of learning**

At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Cengage Work helps learners gain the skills they need to succeed in today's job market. Through flexible, affordable online courses and career-focused training programs, Cengage Work supports individuals, institutions and employers in preparing for high-demand fields like allied health, cybersecurity, manufacturing, skilled trades and beauty education.

With partnerships across thousands of institutions and a leading position in career and technical education, the business expands access to non-degree credentials and delivers practical, job-ready outcomes for learners at every stage of their career journey. To date, Cengage Work has helped millions of learners gain employable skills, complete required trainings and pursue new career paths.

**Our culture values inclusion, engagement, and discovery**

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/ .

The Tier 2 Student Advisor is a **customer service** position dedicated to providing personalized, high-quality support. This is a **solutions-driven frontline role** responsible for resolving issues with empathy, precision & efficiency to delight our learners. Operating in a fast-paced, structured call center environment, this role handles a **high volume of inbound and outbound contacts** . You serve as the primary point of contact for customer requests through case management software, phone, & chat. The role requires you to multitask within various platforms and tools while delivering personalized, accurate, and comprehensive assistance.

We seek an enthusiastic, professional, **Customer First** individual who understands that our customers are at the heart of every decision, prioritizing their needs and satisfaction in every interaction. With a strong commitment to problem resolution, you will treat every customer with grace, own case resolution and de-escalate concerns with professionalism and care. Your compassion, communication skills, and technical agility will ensure every customer receives an exceptional experience.

**What you'll do here:**

**Customer-First Interaction & Relationship Building**

+ Provide exceptional customer service by actively listening, empathizing, and responding to customers' needs.

+ Build rapport by communicating with warmth, clarity, and confidence in a way that feels authentic, personal, and caring.

+ Maintain a calm, compassionate, and solutions-focused approach, even in challenging or escalated situations.

**Case Management** **& Resolution**

+ Manage all assigned cases while meeting quality, efficiency, & accuracy expectations; aiming to shorten response times and minimize learner effort **.**

+ Handle a **high volume of inbound & outbound phone calls** throughout the day.

+ Maintain a 95% case closure & answer rate by managing cases across case management platforms, email, phone & chat.

+ Research required information using available tools and systems, applying various tools to navigate, research, and review solutions

+ Accuracy & Completeness: Document all interactions thoroughly and accurately across multiple systems, following policies and procedures with precision.

**End-to-End** **Ownership**

+ Take full ownership for both the outcome and the experience, ensuring every learner's issue is fully resolved.

+ Empower learners to focus on learning, not logistics; make it easy to get support with a streamlined experience, reduce customer effort, minimize handoffs, and coordinate next steps on behalf of the learner.

+ Identify issues quickly, determine the underlying cause, and plan solutions that balance sound judgement, customer support, and business policies & procedures.

+ Deliver solutions that are thoughtful, clear, and comprehensive solutions, helping customers move forward and minimize repeat contacts.

**Customer Advocacy** **&** **De-escalation**

+ Advocate for customers by understanding their challenges, addressing concerns thoroughly, and guiding them through next steps.

+ Maintain consistent professionalism and composure while helping students feel supported and heard.

+ Demonstrate emotional intelligence, respect, and self-control using conflict-resolution techniques to de-escalate tense or emotionally charged situations.

**Skills you will need here:**

+ **Passion** **for Customer Support** : Driven to exceed customer expectations by providing exceptional service and resolving customer issues effectively. Take satisfaction in providing assistance & resolving customer cases.

+ **Compassion** : Seek to understand and validate customer emotions, responding with genuine care, compassion, & understanding.

+ **Relationship** **Building** : Build rapport & foster connection leaving every customer feeling valued, supported and confident they are in capable hands.

+ **Emotional** **Intelligence** : Exhibit emotional intelligence and self-control, maintaining composure and professionalism during high-stress situations.

+ **Communication** : Demonstrate exceptional communication skills (written & verbal). Utilize enthusiasm, positive presence, & clarity in every interaction. Actively listen to fully understand customer concerns & requirements.

+ **Efficiency** : Meet or exceed customer service metrics and performance goals while handling assigned cases and phone calls within a structured and fast-paced environment.

+ **Attention to detail** : Handle numerous tasks across multiple applications and screens while ensuring accuracy and thoroughness.

+ **Technological** **Proficiency** : Proficient with computers; navigating multiple browsers, tabs, & tools simultaneously to answer questions quickly & optimally.

+ **Organization** : Use time management to handle assigned tasks. Maintain a system to prioritize & track tasks, ensuring completion effectively and on time.

+ **Reliability** : Consistently on time & present for scheduled shifts. Proactively communicate unexpected events or issues that affect attendance / performance.

+ **Adaptability** : Ability to learn quickly & embrace change as part of progress, remaining flexible, focused and resilient, and adjusting your approach to meet the needs of diverse learners.

**Experience and Logistics**

+ **Required Experience** : 1-2 Years Experience in Customer Service, with proven track record to work in a fast-paced student or customer-facing environment.

+ **Scheduling Requirements** : _Availability to work from Monday to Friday between the hours of 8:30AM and 5:00PM_ **_CST._**

+ **Remote Requirements** : You will need a quiet, distraction-free workspace with reliable internet access.

+ **Required:** Bilingual - Fluently Speak, Read, and Write in Spanish/English

+ We encourage individuals with diverse service experiences to apply (examples include hospitality, restaurants, retail, collections, childcare and education).

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws. Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com .

**About Cengage**

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

**Compensation**

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here (https://www.cengagegroup.com/news/perspectives/2024/cengage-group-total-rewards-philosophy/) to learn more about our _Total Rewards Philosophy_ .

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

$39,500.00 - $47,800.00 USD

Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. With products serving nearly 16 million digital users across the Higher Education, School, Work and English Language Learning markets, we've built a learning ecosystem that connects education to employment. We combine trusted content, AI-powered insights and scalable digital platforms to power learning for every future and drive meaningful outcomes at every stage of the learning journey.

**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**

Cengage Group

Bilingual Student Advisor (CST or EST Time Zone Required) (Remote)

Artificial Intelligence (AI)

Business Support

Call Centers

Case Management

Childcare

Communication Skills

Compensation and Benefits

Conflict Resolution

Customer Relations

Customer Support/Service

Detail Oriented

Ecosystems

English Language

Establish Priorities

Higher Education

Identify Issues

Internet Security

Language Teaching

Logistics

Manufacturing

Market Research

Multilingual

Multiplatform/Cross-Platform

Multitasking

Online Courses

Performance Management

Performance Metrics

Philosophy

Presentation/Verbal Skills

Problem Solving Skills

Resolve Customer Issues

Restaurant

Retail

Root Cause Analysis

Sales

Spanish Language

Systems Maintenance

Time Management

Training Program

Web Browsers

Writing Skills

monster

Case Management** **& Resolution** + Manage all assigned cases while meeting quality, efficiency, & accuracy expectations; aiming to shorten response times and minimize learner effort **.** + Handle ahigh volume of inbound & outbound phone callsthroughout the day. **About Cengage** Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready.

HOUR

**We believe in the power and joy of learning**

At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Cengage Work helps learners gain the skills they need to succeed in today's job market. Through flexible, affordable online courses and career-focused training programs, Cengage Work supports individuals, institutions and employers in preparing for high-demand fields like allied health, cybersecurity, manufacturing, skilled trades and beauty education.

With partnerships across thousands of institutions and a leading position in career and technical education, the business expands access to non-degree credentials and delivers practical, job-ready outcomes for learners at every stage of their career journey. To date, Cengage Work has helped millions of learners gain employable skills, complete required trainings and pursue new career paths.

**Our culture values inclusion, engagement, and discovery**

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/ .

The Tier 2 Student Advisor is a customer service position dedicated to providing personalized, high-quality support. This is a solutions-driven frontline role responsible for resolving issues with empathy, precision & efficiency to delight our learners. Operating in a fast-paced, structured call center environment, this role handles a high volume of inbound and outbound contacts. You serve as the primary point of contact for customer requests through case management software, phone, & chat. The role requires you to multitask within various platforms and tools while delivering personalized, accurate, and comprehensive assistance.

We seek an enthusiastic, professional, Customer First individual who understands that our customers are at the heart of every decision, prioritizing their needs and satisfaction in every interaction. With a strong commitment to problem resolution, you will treat every customer with grace, own case resolution and de-escalate concerns with professionalism and care. Your compassion, communication skills, and technical agility will ensure every customer receives an exceptional experience.

**What you'll do here:**

**Customer-First Interaction & Relationship Building**

+ Provide exceptional customer service by actively listening, empathizing, and responding to customers' needs.

+ Build rapport by communicating with warmth, clarity, and confidence in a way that feels authentic, personal, and caring.

+ Maintain a calm, compassionate, and solutions-focused approach, even in challenging or escalated situations.

**Case Management** **& Resolution**

+ Manage all assigned cases while meeting quality, efficiency, & accuracy expectations; aiming to shorten response times and minimize learner effort **.**

+ Handle ahigh volume of inbound & outbound phone callsthroughout the day.

+ Maintain a 95% case closure & answer rate by managing cases across case management platforms, email, phone & chat.

+ Research required information using available tools and systems, utilizing a variety of tools to navigate, research, and review solutions

+ Accuracy & Completeness: Document all interactions thoroughly and accurately across multiple systems, following policies and procedures with precision.

**End-to-End** **Ownership**

+ Take full ownership for both the outcome and the experience, ensuring every learner's issue is fully resolved.

+ Empower learners to focus on learning, not logistics; make it easy to get support with a streamlined experience, reduce customer effort, minimize handoffs, and coordinate next steps on behalf of the learner.

+ Identify issues quickly, determine the underlying cause, and plan solutions that balance sound judgement, customer support, and business policies & procedures.

+ Deliver solutions that are thoughtful, clear, and comprehensive solutions, helping customers move forward and minimize repeat contacts.

**Customer Advocacy** **&** **De-escalation**

+ Advocate for customers by understanding their challenges, addressing concerns thoroughly, and guiding them through next steps.

+ Maintain consistent professionalism and composure while helping students feel supported and heard.

+ Demonstrate emotional intelligence, respect, and self-control using conflict-resolution techniques to de-escalate tense or emotionally charged situations.

**Skills you will need here:**

+ **Passion** **for Customer Support** : Driven to exceed customer expectations by providing exceptional service and resolving customer issues effectively. Take satisfaction in providing assistance & resolving customer cases.

+ **Empathy** : Seek to understand and validate customer emotions, responding with genuine care, compassion, & understanding.

+ **Relationship** **Building** : Build rapport & foster connection leaving every customer feeling valued, supported and confident they are in capable hands.

+ **Emotional** **Intelligence** : Exhibit emotional intelligence and self-control, maintaining composure and professionalism during high-stress situations.

+ **Communication** : Demonstrate exceptional communication skills (written & verbal). Utilize enthusiasm, positive presence, & clarity in every interaction. Actively listen to fully understand customer concerns & requirements.

+ **Efficiency** : Meet or exceed customer service metrics and performance goals while handling assigned cases and phone calls within a structured and fast-paced environment.

+ **Attention to detail** : Handle numerous tasks across multiple applications and screens while ensuring accuracy and thoroughness.

+ **Technological** **proficiency** : Proficient with computers; navigating multiple browsers, tabs, & tools simultaneously to answer questions quickly & optimally.

+ **Organization** : Use time management to handle assigned tasks. Maintain a system to prioritize & track tasks, ensuring completion effectively and on time.

+ **Reliability** : Consistently on time & present for scheduled shifts. Proactively communicate unexpected events or issues that affect attendance / performance.

+ **Adaptability** : Ability to learn quickly & embrace change as part of progress, remaining flexible, focused and resilient, and adjusting your approach to meet the needs of diverse learners.

**Experience and Logistics**

+ **Experience** : 1-2 Years Experience in Customer Service, with proven ability to work in a fast-paced student or customer-facing environment.

+ **Schedule** : Availability to work from Monday to Friday between the hours of 8:30 am and 5:00 pm EST/CST/PST.

+ **Remote Requirements** : You will need a quiet, distraction-free workspace with reliable internet access.

+ **Ideal:** Bilingual - Fluently Speak, Read, and Write in Spanish/English

+ We encourage individuals with diverse service experiences to apply (examples include hospitality, restaurants, retail, collections, childcare and education).

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com .

**About Cengage**

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

**Compensation**

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here (https://www.cengagegroup.com/news/perspectives/2024/cengage-group-total-rewards-philosophy/) to learn more about our _Total Rewards Philosophy_ .

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

$19.00 - $22.00 USD

Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. With products serving nearly 16 million digital users across the Higher Education, School, Work and English Language Learning markets, we've built a learning ecosystem that connects education to employment. We combine trusted content, AI-powered insights and scalable digital platforms to power learning for every future and drive meaningful outcomes at every stage of the learning journey.

**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**

Student Advisor (Remote)

OTHER

FEED

Stand, walk, move across large areas; Stoop, kneel, crouch, or crawl or otherwise reach into confined spaces; Communicate with and exchange information verbally and in writing; Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. This role includes hands-on training in the delivery of bulk and non-bulk propane, propane equipment, and related materials within an assigned territory, while maintaining full compliance with safety and DOT regulations and delivering a strong customer experience.

Position SummaryThe Propane Driver Apprentice is responsible for learning the safe and efficient transportation of propane to residential, commercial, and industrial customers. This role includes hands-on training in the delivery of bulk and non-bulk propane, propane equipment, and related materials within an assigned territory, while maintaining full compliance with safety and DOT regulations and delivering a strong customer experience.This position follows a structured 6-month training program with defined milestones, progressing from CDL permit to CDL, to required endorsements, and ultimately to independent operation. Progress is reviewed regularly with the Field Manager. The program is designed for individuals without prior CDL, Hazmat, tanker, or air brake endorsements and prepares them to become a fully qualified Propane Delivery Driver.Successful completion of the program within 6 months leads to promotion to full-time Propane Delivery Driver. Core Duties/Key Responsibilities<ul><li>Delivery and Transportation:<ul><li>Learn the safe operations of a propane delivery truck in compliance with DOT regulations.</li><li>Ride along on propane deliveries to customers as scheduled, ensuring accurate and timely deliveries.</li><li>Work with a certified driver to learn proper handling, loading, and unloading propane tanks and cylinders, ensuring secure and safe transportation.</li></ul></li><li>Safety and Compliance:<ul><li>Learn how to conduct leak tests, pressure checks, and safety inspections to ensure system integrity and functionality.</li><li>Accurately complete all delivery and service documentation.</li><li>Learn and follow all safety protocols and regulations to ensure safe handling of propane and prevent accidents.</li></ul></li><li>Customer Service:<ul><li>Interact with customers to explain the operation and maintenance of propane systems once trained.</li><li>Communicate clearly with customers regarding deliveries and safety.</li><li>Support a positive customer experience on every interaction.</li><li>Represent the company professionally at all times with customers, fellow employees, and the general public.</li></ul></li></ul>Qualifications<ul><li>Licensing and Certifications:<ul><li>Through this program you will obtain a valid CDL with hazardous materials (Hazmat) endorsement within 6 months of hire.</li><li>Propane-related certifications (e.g., CETP - Certified Employee Training Program) will also be required after the above is obtained along with state and local certifications requirements.</li><li>Must obtain CDL within defined timeframe along with other defined milestones ending in obtaining a CDL with all required endorsements within 6 months.</li><li>Failure to meet required milestones or demonstrate safe and competent performance may result in removal from the program or termination of employment.</li></ul></li><li>Skills and Experience:<ul><li>No experience in the propane industry is necessary.</li><li>Strong mechanical aptitude and problem-solving skills are valuable for this role.</li><li>Ability to work independently and manage time effectively.</li></ul></li><li>Physical Requirements:<ul><li>Ability to lift heavy objects and work in various weather conditions.</li><li>Good manual dexterity and ability to use hand and power tools.</li></ul></li></ul>Program Milestones<ul><li>Six-month progression timeline</li><li>30 days: CDL permit obtained</li><li>60-90 days; CDL obtained</li><li>120-150 days: Endorsements (Hazmat, tanker, Air Brake) completed</li><li>6 months: demonstrated ability to operate independently</li></ul>Key Competencies<ul><li>Safety Awareness:<ul><li>Ability to train and understand the safety practices and regulations related to propane.</li><li>Ability to identify and mitigate potential hazards effectively at conclusion of program.</li><li>Zero tolerance for unsafe behavior.</li><li>Immediate reporting of incidents, near misses, and hazards.</li><li>Active participation in company safety programs (Lytx, P3, Fleetio).</li></ul></li><li>Technical Proficiency:<ul><li>During this program you will learn in-depth knowledge of propane systems and related equipment.</li><li>Proficiency in using diagnostic tools and repair equipment will be required.</li><li>Ability to learn and use company systems related to delivery, safety, and mobile applications.</li></ul></li><li>Customer Relations:<ul><li>Excellent communication and interpersonal skills.</li><li>Strong customer service orientation, ensuring positive customer experiences.</li></ul></li><li>Reliability and Responsibility:<ul><li>Demonstrated dependability and punctuality.</li><li>Strong sense of responsibility and professionalism in all job aspects.</li></ul></li></ul>Work Environment<ul><li>The role requires working outdoors in various weather conditions.</li><li>Physical demands include lifting, bending, and handling heavy equipment and tools.</li></ul>Position Qualifications<ul><li>Experience/Education<ul><li>Required Education: High School Diploma/GED required</li></ul></li><li>License Preference: None required<ul><li>Endorsements: None required</li></ul></li><li>Required Work Experience:<ul><li>Entry level - no experience required</li><li>Possession of a valid driver's license or ability to obtain a driver's license</li></ul></li><li>Required Knowledge/Skills/Abilities<ul><li>Microsoft Applications: Proficient (in particular, Word, Excel, PowerPoint, and Outlook)</li><li>Additional Technology: High technical capabilities with ability to quickly learn and utilize new technologies.</li></ul></li><li>Travel: Ability to travel locally up to 90%</li><li>Communication: Exceptional verbal and written communication skills required</li><li>Additional Requirements: Strong verbal communication abilities for effective interaction with clients and team members, provide great customer service.</li></ul>Physical/Working RequirementsThe work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is:<ul><li>This position on-site and requires daily attendance to assigned location.</li><li>This position will require driving a vehicle for long periods of time. Must have a clean driving history and motor vehicle record.</li><li>Must be able to position, transport, lift and/or move up to 80 pounds at a time.</li><li>Stand, walk, move across large areas;</li><li>Stoop, kneel, crouch, or crawl or otherwise reach into confined spaces;</li><li>Communicate with and exchange information verbally and in writing;</li><li>Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.</li><li>The noise level in the work environment is usually moderate.</li></ul>ScopeDirect Reports: 0Total Organization Employees: ~ 900# States: 22 This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide the employee with a general sense of the responsibilities and expectations of his/her position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. As the nature of business demands change so, too, may the essential functions of this position. DCC Propane is an equal opportunity employer. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, age, national origin, gender, gender identity, sexual orientation, marital status, veteran status, military status or disability status.

Student Bilingual Jobs in Broadway, WA

Resume Resources

Get noticed by top employers!

Student Bilingual Jobs in Broadway, WA

Bilingual Student Advisor (CST or EST Time Zone Required) (Remote) Cengage Group

Student Advisor (Remote) Cengage Group

Delivery Driver Trainee DCC Propane, LLC

Resume Resources